Customer Support Task Author (AI Training)

About OpenTrain

OpenTrain is the #1 platform for finding and building careers in AI training and data labeling. OpenTrain AI is hiring a Customer Support Task Author to help shape how advanced AI agents handle realistic enterprise support workflows.

• Fully remote contract work
• Flexible schedule
• Potential for ongoing work and contract extension

About AI Training Work

AI training is the human side of building artificial intelligence. Contributors create examples, write prompts, and evaluate model responses so AI systems can become more accurate, reliable, and useful in real-world situations.

• Work directly on cutting-edge AI systems
• Apply practical professional expertise to model development
• Build experience in a fast-growing technology field

The Role

As a Customer Support Task Author, you will design and calibrate end-to-end support triage tasks that train advanced AI agents on genuine enterprise workflows. You will use your technical support experience to create realistic prompts, define precise scoring rubrics, and configure task environments that reflect real support scenarios.

• Contractor, part-time opportunity
• English-language work
• Based in Canada
• Pay: $20–$50 USD per hour
• Commitment: 10–40 hours per week; structured requirement is 20+ hours weekly

What You'll Do

You will create support tasks that are realistic, solvable, and objectively evaluable. Each scenario should make clear why a particular routing, resolution, or escalation decision is correct while preserving the ambiguity and complexity found in genuine customer support.

• Author prompts covering customer issue triage, account configuration checks, runbook lookup, and fix-versus-escalation decisions
• Write scoring rubrics defining correct routing, resolution paths, and escalation criteria in objectively checkable terms
• Set up task environments with ticket queues, account records, runbooks, and system states
• Solve each task yourself to confirm that the scenario is realistic and its correct answer is clear
• Calibrate difficulty by adjusting ticket ambiguity, account configuration complexity, or runbook depth
• Review and correct AI-drafted task prompts or rubrics when provided
• Contribute to how AI agents handle real enterprise support scenarios

Required Qualifications

This role requires hands-on experience in product support and a strong understanding of how support teams diagnose, route, resolve, and escalate customer issues. You should be comfortable translating practical judgment into clear, defensible evaluation criteria.

• Experience as a support engineer, technical support specialist, or customer success engineer
• Deep familiarity with product failure modes, escalation paths, ticketing systems, internal knowledge bases, and runbooks
• Ability to reason through ambiguous support scenarios and explain why a routing decision is correct
• Ability to define verifiable correctness criteria for resolution and escalation decisions
• Strong written communication for creating precise prompts and rubrics that can be evaluated without interpretation

Helpful Background

Experience supporting enterprise or industrial software products is helpful. Background writing or maintaining runbooks, escalation playbooks, or internal knowledge bases is also valuable for this work.

• Enterprise software support experience
• Industrial software support experience
• Runbook or escalation playbook writing
• Internal knowledge base maintenance

How to Get Started

Create a free OpenTrain account to build your AI-training profile and apply in minutes. Your customer support expertise can help improve the way AI systems understand complex issues, make routing decisions, and follow enterprise support processes.

• Review the opportunity details
• Apply through OpenTrain
• Complete project steps as requested
• Work remotely on a flexible schedule